“Customer focussed? No. Octopus focussed – very much so.
Currently I have a credit balance of £121.78. Octopus have just informed me that my direct debit is to increase from £113 to £131.78 because... wait for this... by this time next year they estimate I will owe £15.74. Alternatively they suggest I could avoid this by paying a sum of £80.52 now.
Are these self-entitled, pushy, patronising morons capable of basic arithmetic? Not so when it appears only to work in their favour. Apparently it’s not an option for me to refuse this direct debit increase. Solution – I’ve found a much cheaper supplier and will move to them shortly. Good riddance.”
“Octopus are a real catch alright, you remind me of something people catch and it requires antibiotics to get rid of it…distance yourselves and save yourselves people, absolutely terrible company”
“Had smart meter fitted 3 months ago and the in-house monitor has never worked. Complained 6 times but no closer. Customer services is a joke they are not fit for purpose. Would not recommend octopus smart meters to anyone, stick with old type.”
“Wanted to Charge over £500 per month, when usage was only £200. Appalling Lack of Customer Service. Emails and Complaint Unanswered, despite promises to Resolve. No Contact from them for 48 days. Still Waiting.”
“**Review of Communication with Senzo:**
My experience communicating with Senzo has been frustrating and unproductive. Despite multiple attempts to clarify the situation, Senzo appears to only view the matter from his perspective without fully considering the details provided. His responses lack coherence and fail to address the key issues.
The central problem involves an illegal early termination and repossession by the landlady, yet Senzo repeatedly overlooks these facts. He irrationally suggests a new rental agreement despite the termination, which is illogical and unhelpful. His support seems skewed in favor of the owner, disregarding the unlawful actions taken.
Due to these issues, I have decided to cease all further contact and have requested the closure of my account. I strongly advise against any further emails from Senzo, as continued communication would be futile.
**Final Thoughts:**
Senzo's approach is disappointing and unhelpful, showcasing a clear bias and lack of understanding of the situation. I cannot recommend his services based on this experience.”
“Unaceptable level of customer service and as of 24 July, I'm still waiting for a hard copy of your Complaints procedure which you do send out as I received one from 'Cameron'a few months ago!
** I definitely would NOT reommend Octopus Energy to anyone!!! **
Received an email with bill attached on 30 June. The same day I asked 'what was the best tariff for me'? They kept asking for my postcode even though my postcode was in the attached bill!! SEVEN emails later - it is 15 July and they finally advise 'it's the tariff I'm actually on'!!
After their third email asking for my postcode, I asked for a hard opy of their Complaints Procedure on 04 July. I still haven't received this and on 18 July, 'Merjem' told me they don't typically send them out, but this is a LIE because they do! 'Merjem' advised looking at their website although he couldn't be bothered to send me the link for this. Despite advising 'Merjem' of this, he has sent another TO emails referring me to their website!!”
“Over the last fortnight I have spoken on 5 separate occasions to Octopus Energy Customer Service Department, nobody has ever come back to me despite promising to do so.
Nearly 12 months ago my Octopus account was heavily in Credit, Octopus suggested I paid £44.39 per month which I have done, my account is currently some £98 in debit. Yet they asked to take £353.75 on the 25th of this month, and on subsequent months indicating my bill would be over £4,000 for the next 12 months.
How has the computer got to this ridiculous figure? I have not installed an Atomic Reactor in the garden.
I told Octopus I had cancelled all payments by my bank, yet this has not expedited an answer to my query.
In the midst of this confusion a separate email indicated my annual bill would be £122 less than this year. Does the right hand know what the left is doing?
Something has gone seriously wrong with Octopus billing software, not helped by dreadful customer service.”
“They hound and bombard my grieving fiance for a ridiculous bill that they claim his dead mother is liable for despite her being dead during the time period they are claiming for. Her flat keys were handed back to her letting agents and her flat was empty for a few months before being occupied again. Still they believe my partner owes them over £350 for a time period that no one lived there and claim his mum owed money despite having a few hundred in her Octopus energy account to her cover her last bill leading up to the time her tenancy ended and keys handed over.
This company is AWFUL. NO COMPASSION. NO TACT. HOUND AND HARASS ON A DAILY BASIS. My fiance had many genuine diagnosed long term disabilities and Bi polar and neurological nerve disorders and this bullying has tipped him over the edge.
We’ve got Citizens Advice Bureau involved and lodging a complaint. Please stay clear from these savages.”
“This is the worst company I have ever dealt with. I have been trying to get my non-working gas meter replaced for 6 months. In the end I took my complaint to the ombudsman and agreed to a solution proposed to the ombudsman by octopus. The meter was then replaced at the end of June however the new one does not work either.
Octopus now say that the complaint has been resolved as the meter has been replaced and that whether it worked or not was not part of the agreed solution. They have now raised a new complaint and I am therefore back at the back of the queue.
They all hide behind corporate email addresses and phone numbers so it is very difficult to chase anybody.
I have now spent countless hours writing emails and chasing them.
A dreadful company”
“I wouldn’t bother…their prices are horrendous and the way they run the circus is unbelievable with passive aggressive little monkeys that get very nasty and like to make threats when challenged”
“Failed to fit a smart meter because they couldn’t find the property ( huge sign posted church). Rang three times during the day and was told they’d be there soon. No show - no suprise after reading other reviews”
“Since I was switched over from Shell the experience with Octopus has been nothing short of horrendous and I would give 0 stars if that was an option.
I was switched over at the start of 2024. I have plenty of credit I've built up through 2022/23 and requested a refund of this back in February. Since that time, I have a 59 email long trail back and forth asking for meter readings, saying they do not match what's on their system, proof of meter readings, videos of the meter readings to prove it's correct (essentially calling me a liar) - all this whilst having a smart meter, so they should already know what the readings are. I have called multiple times to have this issue resolved and I'm always just told that they will look into it.
On the 2nd of July I was finally advised that they would refund my credit, which finally seemed like this whole issue had been resolved, when I chased the payment, they didn't even process the refund until the 9th and that it would take 7-10 working days from that date. It's now been 10 working days, no refund in my account so I chased them again to be told that the refund was cancelled and yet they failed to notify me of when.
Absolutely disgusting company holding on to people's money during a cost of living crisis.
Shell would at least let you withdraw in the app, no questions asked and a painless process. Octopus doesn't even give me the option to do that.
Avoid.”
“I have asked for forms to be sent to confirm my household income and expenditures on several occasions via telephone and email still nothing months down the line.
As a customer I am in a very difficult financial position at the moment and am asking for support.
As a company they have been happy to take a minimal direct debit every month which is no where near enough to cover my energy costs. All the while my outstanding balance increases. Maybe I should not pay anything I am sure they would listen then.
Apologies and noting dissatisfaction is just not enough.”
“i joined them in june 2023 they took £968 advanced payment from me which never appeared on my account it vanished,there is a word for people that do that,my e mails were totally ignored by the useless customer services.it gets better from this disorganised company, they did not bill me for 9 months then send me a bill for £2260 on that e mail bill it said if you are stuggling to pay this please let us know when you answer this e mail,which i did 4 times telling them i wanted to set up a payment plan,guess what they ignored my mails and took the full amount leaving me in a right mess, i lodged a complaint and guess what again,they have ignored me, octopus energy only care about getting as much money of you as possible,they dont care about there customers.”
“on going complaint with is bunch of fool...been billing me on reads wrong way round and all they kept saying is nit our fault...emailed Greg and still not heard from them in 3 weeks...wating for dsar to come though and it's off to ombudsman I go...now switched”
